How to create mailed request from new customer of existing organization

[Marek Soukup]

Hello,

I'm a little bit confused about combination of settings in Jira Service Management Cloud for allowing to create new request from mail.

I would like to allow creating new requests from emails sent by anyone using a specific domain.

Actual configuration is as follows:

• space is restricted
• organization is created and domains are set
• organization is added to space as a customer
• the check box "allow portal-only account creation for customers with specific email domains" in customer access is checked

I'm not sure how to configure Email requests from JSM app settings. I chose the first option: Agents can always create new accounts. Existing customers can create new accounts based on customer access and space level customer permissions settings.

If I send email from existing customer (mail) everything is ok. If I send email from new email it is refused.

Thanks for helping me understand the connection between customer permission, customer access and email requests settings.

Regards,

Marek Soukup 

[Marc -Devoteam- · Accepted solution]

Hi @Marek Soukup 

See https://support.atlassian.com/jira-service-management-cloud/docs/how-global-permissions-affect-project-permissions/ 

Note: If customers have to be manually added to your service space, make sure your team creates new accounts for them or their requests won't be processed.

[Marek Soukup]

Hi,

thank you for your advice. I've already seen this page, but the "Allow customers to create accounts" option works only on "open" spaces.

It is possible to combine "restricted" space and creating of account based on email? If we will change space to "open" it is possible to allow only selected domains? It is the "Only allow account creation for customers with specific email domains" option on the same page?

Thank you.

ms

[Marc -Devoteam-]

Hi @Marek Soukup 

No this is not possible.

Yes, you can specify domains, see the global customer permissions.

Set the customer permissions on the project to restricted and in the global customer permissions check the box in External section that users can create accounts, then also check the domain checkbox and specify the domains.

[Marek Soukup]

Hi @Marc -Devoteam- 

I tried both combinations but unfortunately it is not working:

Creation of issue and account failed when:

• customer permission: restricted
• customer access: allow portal-only accounts .....
• only allow creaation of customers with specific domain

Creation of issue is OK even for domain that is not listed:

• customer permission: open
• customer access: allow portal-only accounts .....
• only allow creaation of customers with different domain than sender

I need to achieve a state where customers can create records using, but only by email that is sent from a specific domain. I am unable to achieve such a setup even though it seems like a fairly standard requirement.

[Marc -Devoteam-]

Hi @Marek Soukup 

Can you provide a screenshot of your settings?

[Marek Soukup]

Thank you for your help. This is my settings for the second combination I mentioned and the account from everity.cz domain is waiting for confirmation.

[Marc -Devoteam-]

Hi @Marek Soukup 

If users from everity.cz should be albe to raise issues.

Add this domain to the list under external, if this domain is an external domain.

[Marek Soukup]

Hello,

the issue is that users from verity CAN but they shouldn’t because this domain is not listed.

Thank you for your help. 

[Marc -Devoteam-]

Hi @Marek Soukup 

In Atlassian Administration, is this domain listed under "App Access settings".

Is this is the case then the setting Internal overrules this, as this is seen as internal.

[Marek Soukup]

Hi,

oh, you are right - there is "any domain" within approved domains in App Access Settings in Administration.

It is possible to combine open space for anyone and open space with domain restrictions?